Customer Support Leader

2 days ago

Thāne, Maharashtra, India beBeeSupport Full time ₹ 1,20,00,000 - ₹ 1,80,00,000
Job Title: Customer Support Leader

Role Summary:

We are seeking a seasoned professional to lead our global customer support operations, overseeing high-performing teams across multiple locations while ensuring excellence in client satisfaction and ticket resolution.

Main Responsibilities:

  • Direct and manage L1/L2 teams to drive escalation resolution and platform issue troubleshooting
  • Develop and implement support SLAs, SOPs, QA metrics to measure team performance
  • Cultivate strong relationships with cross-functional teams to enhance customer experience
  • Own customer retention through a customer-centric approach

Key Qualifications:

  • 10+ years in Customer Support or equivalent roles for SaaS platforms
  • Proven experience managing global enterprise accounts (US & EMEA preferred)
  • Familiarity with DevOps/SaaS support ecosystem and KPI management
  • Excellent English communication and escalation management skills

About This Role:

This is an exceptional opportunity for a skilled leader to shape the future of our customer support function and contribute to driving business growth.

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